eClaims review: Insurance

This in regards to a flat tire and damaged rim on our rental car in Scotland this summer. It would have been an easy fix but the newer cars don't have spare tire anymore. We set over 7 hours on the road and have been told recovery vehicle is on the way. It never came snd we finally got picked up by a taxi. I filed a claim with exclaims (visa credit card) over 6 months ago and they keep requesting the same documents over and over. My rental agent even called them to provide information, but I really think they have no interest in settling this case. Every time I call there is something else missing. I Request the examiner to call me. Which of course never happened. I'm happy to provide corresponding emails. Next time I call I'll be recording te conversation to provide more details for future reference.